Musings on Leadership and Customer Service

Tuesday there are two great chats, #CustServ (which focuses on customer service) and #Leadershipchat, which…wait for it…focuses on leadership!

Here are some posts that I think offer interesting food for thought tied to these two topics. Feel free to add your own!

Customer Service

This post by David Van Toor focuses on the 5 Cs of the Customer Experience. Interestingly, the concept of the 5cs has also been discussed at length in the Integrated Marketing Chat. Can you guess why?

Marsha Collier tweeted out this post by Joseph Michelli, which reviews the Right Now Harris Interactive Customer Experience report. The post is called What you don’t know will hurt! Some very interesting insights there about what customers would pay extra for these days.

Some companies are using Klout to determine if they should respond to your customer service concern. In Kiss my Klout, Charity Hisle points out just a few problems with this approach.

Leadership

This piece by Kate Nasser, who I actually know from several different chats, is spectacular. The post treats moving from a peer to a boss and all of the complexities involved in that transition. Given our current economic environment, I would imagine this post could help a lot of people. Positions are being filled from within, not from without.